About Ogilvy Ogilvy was founded in 1948 by David Ogilvy. David created a culture that deeply respects and cares about its people and clients. Our mission is to inspire people and brands to make an impact and we are committed to attracting, growing, and retaining the best talent in the industry.
About the Role The Service Provider provides community management services to meet marketing and social commerce objectives for channels driven by online content and communities, including but not limited to like social media platforms like Facebook, Twitter, Instagram, YouTube, as well as other conversation driven channels like Chatbots, Email, Live/Web Chats, Forums, and the like. It requires online community management, handling of social commerce transactions, management of social promos and other engagement activities, and the analysis of data, both qualitative and quantitative.
What You'll Do Responsibilities Monitor and report performance of published online content and community interactions, including but not limited to adherence to specific turnaround time, accurate and thorough case handling, quality of humanized responses, and proactive escalation/follow up of issues.
Develop consumer friendly conversations spiels based on anticipated and actual consumer feedback. Adhere to specific turnaround time for response management and escalation of issues, as agreed upon with the brand. Manage online customer databases created in the course of response management, including but not limited to gathering, collating, updating, and tagging customer information based on set parameters Reach the monthly quota on number of customer interactions, as agreed upon with the brand Schedule and publish approved content calendars and other digital assets needed to meet marketing and social commerce objectives. Function as chatbot live chat counterpart, website chat, and/or email support during assigned shift hours. Proactively initiate and sustain outbound sales or lead generation driving conversations. Assist in monitoring online issues/crises across owned and earned media sources Create regular and ad-hoc reports, and page audits related to trendspotting, response management, issue/crisis management, social commerce, and community performance. Spot opportunities for trendjacking, influencer conversations, and interjections that clients can maximize for engagement. Chatbot development and monthly maintenance support via a white label platform (no programming skills needed). Maintain a constant awareness of general online trends and conversations related to their overall scope of work, to better deal with opportunities and issues as they're encountered. Be available for contact during regular shift hours via online and mobile. Log on his/her weekly accomplishments via the Company's Activity Log System. Ad Hoc Responsibilities Remote support at events that require real-time engagement with fans online, promo management, tracking of hashtag performances, and the like. (Remote support rendered outside regular shift hours may be offset) More thorough performance monitoring and reporting in times of crises or issues. May be asked to work on response management tasks during weekends and holidays or whenever needed. Must be able to report to the office for important meetings, briefings, performance reviews, and the like. What You'll Need Quality of Writing. Including but not limited to proper grammar, syntax, spelling, quality of humanized and personalized responses, and adherence to the brand's tonality and persona. All responses must be well-researched, correct, accurate, and aligned with the brand's approved FAQs and job aids, campaign objectives, and other directives provided. How We'll Support You Ogilvy celebrates its people. Fully. Enthusiastically. Unhesitatingly. We'll empower you with the tools you'll need to succeed. We'll give you the autonomy to seek out new paths and better ways of doing things. We'll support you with colleagues who are experts in their disciplines, drawn from across the Ogilvy network. And we'll provide opportunities for you to do work of which you'll be proud, with people you'll be proud to call your teammates.
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